NOC Analyst 2

Group 1001•Zionsville, IN

16d•Hybrid

About The Position

The NOC (Network Operations Center) Analyst 2 role is primarily responsible for the intake, monitoring, and ticketing of all service-impacting events supported by NOC process. This role serves as the initial point of contact for any suspected large-scale issues affecting Group 1001 business services, utilizing various intake methods including phone calls, email, in-person reports, monitoring tool telemetry, and instant messaging notifications. The NOC Analyst 2 is tasked with quickly triaging, documenting, and either repairing or escalating incidents to the NOC Operator in accordance with NOC processes outlined in Method & Procedure documentation. An effective NOC Analyst 2 candidate will demonstrate the ability to manage and escalate issues efficiently, ensuring that critical incidents are escalated within 15 minutes to minimize business impact. The NOC Analyst 2 role retains all core NOC Analyst 1 responsibilities while taking on Team Lead duties. This position guides and mentors NOC Analyst 1 employees, ensuring effective triage, ticketing, and escalation of incidents, serving as the primary escalation point within the team.

Requirements

Associate’s degree from an accredited college or university in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience
Familiarity with IT network, systems, and application infrastructure monitoring in an SLA-driven environment
Experience with IT telemetry monitoring tools and the ability to quickly learn new tools as needed
Strong communication skills, both written and verbal, for clear incident reporting and escalation
Ability to rapidly assess and respond to service-impacting incidents under time-sensitive conditions
Proven ability to work effectively in a team environment, particularly in high-pressure situations
Basic understanding of incident management and escalation processes
Detail-oriented with strong organizational skills to manage multiple incidents and tasks simultaneously
High level of energy and the ability to maintain professionalism during incident management
Ability to follow established processes and adapt to new procedures as they are developed
Technical aptitude and willingness to learn new skills and technologies relevant to the NOC environment

Nice To Haves

Geographic Locale to Waltham, MA Preferred (for 3rd Shift)

Responsibilities

Monitor IT network, systems, and application infrastructure services for any service-impacting events
Respond to alarms and notifications from monitoring tools within established SLA guidelines
Triage, ticket, and escalate issues to the NOC Operator role within 15 minutes of detection or report
Serve as the initial point of contact for service-impacting incidents through various intake methods, including phone, email, in-person, and instant messaging
Correlate telemetry data from monitoring tools to identify potential service disruptions
Document incident details and actions taken in ticketing systems with clear and concise communication
Follow Method & Procedure documentation to ensure consistent and accurate incident management processes
Collaborate with NOC Operators and other IT teams to resolve or escalate incidents as needed
Participate in post-incident reviews to improve response processes and update Method & Procedure documentation
Maintain awareness of current infrastructure status and known issues to provide accurate incident context
Guide and mentor NOC Analyst 1 employees, ensuring effective triage, ticketing, and escalation of incidents, serving as the primary escalation point within the team.